Client Success Manager – Polling Tools and Products

This is a fully remote position, open to applicants in Washington.

📋 Description

• Acting as the initial point of contact and advocate for clients utilizing our polling products, addressing incoming requests, resolving issues when possible, and escalating to engineering or data science for more complex troubleshooting.

• Actively recognizing and proposing relevant use cases and features to clients to enhance tool adoption and maximize value.

• Collaborating with our internal teams to strategize and tackle the unique challenges associated with introducing new tools to a diverse user community for the first time.

• Guiding new client users through the onboarding process for our polling tools and interfaces, which includes walkthroughs, training sessions, and materials tailored to their technical expertise.

• Composing and updating product documentation, including user guides, FAQs, release notes, and how-to resources that empower clients to self-serve and reduce friction as we launch new features.

• Monitoring client feedback, feature requests, and recurring support issues to identify patterns, prioritize enhancements, and inform the product roadmap in conjunction with engineering and data science.

• Offering product insights to engineers to enhance our tools for both internal and external use, including the interfaces utilized by clients and internal teams to engage with our research.

⛳️ Requirements

• Possess a minimum of 3–4 years of professional experience.

• Have prior experience in a customer support or client success-oriented role.

• Demonstrate previous experience or a strong familiarity with survey research, polling, or public opinion work, whether in campaigns, political consulting, advocacy, or research organizations.

• Be capable of comfortably reading and interpreting crosstabs, toplines, and basic survey data without the need for technical assistance.

• Exhibit strong oral and written communication skills, particularly in a remote setting.

• Enjoy engaging with others as much as analyzing data.

• Have a keen interest in collaborating within multi-disciplinary teams that include engineers, machine learning data scientists, statisticians, and political experts, and be enthusiastic about serving as a liaison between technical and non-technical stakeholders.

• Thrive in fast-paced environments managing a high volume of relatively small projects.

• Show interest in and passion for progressive politics; willing to engage with the broader progressive political ecosystem and develop domain knowledge alongside research expertise.

• Be solutions-oriented, with a strong attention to detail, and possess creative thinking skills that are not intimidated by open-ended research questions.

• Be a kind individual and a collaborative team player who fosters a positive working environment.

🏝️ Benefits

• Competitive salary.

• Medical, dental, and health benefits.

• Opportunity to be your authentic self at work.